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Is your handset not working quite right? Here is how to keep your handset in great shape,
and how to get it fixed if it's not.
Something's wrong - what's covered, and what's not?
All new TELUS Mike handsets come with a 1-year manufacturer's warranty. Motorola's limited
warranty covers all defects in materials or workmanship. Any physical, cosmetic, or damage caused by moisture is not covered, including antennas.
Every phone needs some special care
Mike is your friend, so be nice. Mike handsets
currently range in value from $145 - $445. When you activate or renew your TELUS Mike
account, TELUS pays for part of this cost on your behalf, but take care of it, because until renewal
time, you're on your own when it comes to replacing a broken handset. Here are some tips on avoiding
a mishap.
- Keep your phone clean, wipe away any grease or moisture that comes to it as soon as possible.
- Every now and then, clean your battery terminals by rubbing them gently with a clean eraser.
- Don't drop it! Accidents happen, but use a fitted leather case or belt clip can help soften the blow.
Check the Mike handsets page to see what accessories are available to protect your particular model.
- Keep it dry. Nothing's worse for a PCS handset than moisture. This includes rain, excessive sweat or
humidity, beverages or anything else wet.
Something's wrong, now what?
Check our Online FAQ, where we can help you determine what the problem is, and
some potential solutions. If you're still lost, contact a CellCity representative for assistance.
Getting your phone repaired
At CellCity, we're here for you when you need us. If the problem you're experiencing needs
some extra attention, you may visit any one of our CellCity locations where a representative will help you troubleshoot the problem
and suggest a potential solution. Here's what to do
- Know the problem, when, where and how it happens. We'll need to know as much as you can tell
us to make sure we get it right, the first time.
- In some cases, we'll know what to do right away, in other cases, we may ask some questions or
take some time to determine the cause of the problem.
- Handset troubles or interruptions to your service can be caused by a number of factors:
- Handset features - maybe you have a feature set incorrectly, or aren't sure
of how to use a particular function of your phone. We'll teach you how, and get you back
on the air as quickly as possible.
- Provisioning - this is how your service is programmed on TELUS Mobility's network. If there's
a problem, it can normally be corrected very quickly.
- Network - a lot of the time, changes in your handset's performance or interruptions to
your service can be caused by network conditions, traffic, or failures. Just like Internet
traffic slowing down a website or power outages that leave you in the dark, it will
be solved in a timely manner. It's not your phone's fault. If you are dropping or missing calls,
let our representative know when, where, and how often. We'll test it out and help you to
check with our network resource on the best course of action.
- Handset or accessory - once in a while, something goes wrong with the handset or one of
its accessories. Ringer not ringing? Keypad not keying? Problems like these need to be looked
at by the technicians at your manufacturer's repair centre. At CellCity, we can help you send
it to your manufacturer for a check-up.
- If your handset needs to be sent for repair, we'll give you your options for staying on the air
while your phone is away.
What you get, what you pay
CellCity preferred clients
For clients who purchased and activated their handset from CellCity, there is no charge
for handling an in-warranty repair claim. This is part of our commitment to you.
While your handset is away, we can provide you with a courtesy loaner. Or, if you
prefer, we can transfer your service to a spare handset, if you have one.
Not a CellCity client? No problem.
You can still get your handset repaired. However, a handling fee will apply.
Please contact us for details.
Questions?
Contact a CellCity representative.
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